Great Apple Service with a MacBook

[trickykid]

Hi,

Wanted to share a great Apple customer service story. I bought the original Black MacBook CoreDuo during the first week or so when it was released. The machine was great to use but there were some early production glitches: Over-heating, the lid creaked a bit when opening and closing, some AirPort wireless connection issues and one of the RAM slots' mechanism was somewhat stuck. I sent the MacBook to Apple twice recently and upon calling them again due to the fact that the RAM slot issue had not been fixed, they connected me with a customer service specialist and they offered to replace my MacBook Core Duo with either a new Core2Duo or a MacBook Pro for the difference in retail cost. I opted for the MacBook Pro and a few days later I am a haapy owner of a new 2.16 MacBook Pro Core2Duo. The entire process was very pleasant and Apple even sent me the replacement computer before receiving the defective unit (all they requested was proof from FedEx that the MacBook had shipped). Apple covered all the shipping and overnighted my new MacBook Pro. All in all great service. I've been using Macs since 1997 and just wanted to share a positive experience. Cheers.

[N-OS X-tasy!]

Just curious: Did you purchase AppleCare on the origin?l MB

[trickykid]

No, I did not purchase AppleCare on the original, it was still covered under Apple's 1 year policy. I will, however, purchase AppleCare on the new unit.

[SteveO]

Good story, thanks for sharing.

Q: Were the heat and AP connection issues still a problem after you sent it in for repair? I'm curious if they ever conquered those problems.

[trickykid]

Actually, as soon as I received the computer back from Apple, the first thing I did was try to upgrade the RAM and noticed that they had not fixed the RAM slot, so I immediately called them back and had them send me another shipping box. On the third call, they offerred to replace the machine.

[JJ]

I had a similar experience. Apple replaced my iBook G4 800 with a MacBook 1.8GHz.

They couldn't fix the iBook, so they upgraded me.